Lead Receptionist - London, United Kingdom - London International Patient Services

Description

Job Overview:
We are looking for an experienced and enthusiastic lead receptionist to join our dynamic team.

As the face of LIPS Healthcare, you will be an ambassador for our services offering both patients and consultants an excellent level of concierge and service.

The main function of the role is to lead and support the clinical team to provide the highest standards of customer care.

You will be responsible for the supporting the Clinic nurse managers in the day to day running of the clinic and reception which includes meeting and greeting customers, making bookings, scheduling and coordinating shifts

This role requires excellent communication abilities and a passion for providing high-quality customer service.

Working within our Front of House Team, you will be the first point of contact for all Patients, Consultants and Visitors.

This role is vital in providing a world class service to anyone attending LIPS Healthcare


About Us:

London International Patient Services (LIPS) redefine private healthcare with a visionary approach, blending retail excellence and comprehensive world class patient services.

Soon to be launching a new pharmacy and clinics in the iconic Battersea Power Station (London), capabilities are growing behind the scenes in our corporate and enabling functions.

This consultant led healthcare start-up is going to experience significant growth in revenues, headcount, services and facilities over the next few years, with aspirational targets projected to 2031.

Supervisory Duties:

• Provide leadership and guidance to the reception team, including training, mentoring, and performance management.
• Schedule and coordinate the work shifts of reception staff to ensure adequate coverage and efficient operations.
• Conduct regular team meetings to communicate updates, share feedback, and address any issues or concerns.
• Serve as a point of contact for reception staff, addressing inquiries, resolving conflicts, and providing support as needed.
• Operational Oversight:
• Oversee the daily operations of the front desk, ensuring adherence to established procedures and protocols.
• Monitor the flow of patients and visitors, optimising efficiency and minimizing wait times.
• Troubleshoot any issues or challenges that arise during the day, taking proactive measures to resolve them promptly.
• Conduct regular audits of reception processes and systems to identify areas for improvement and implement solutions accordingly.
• Patient Interaction:
• Handle escalated patient inquiries or complaints, demonstrating exceptional customer service skills and problemsolving abilities.
• Assist with complex appointment scheduling or billing inquiries, collaborating with other departments as needed to ensure resolution.
• Build rapport with patients and visitors, fostering a positive and welcoming environment within the clinic.
• Training and Development:
• Working with HR and training to develop and deliver training programs for reception staff to enhance their skills, knowledge, and customer service capabilities.
• Administrative Support:
• Assist with administrative tasks as needed, such as data entry, filing, and inventory management.
• Collaborate with the administrative and clinical teams to streamline processes and improve overall clinic efficiency.
• Prepare reports or presentations summarising key performance metrics, trends, and operational insights for management review.
• Quality Assurance:
• Monitor the quality of service provided by the reception team, conducting regular evaluations and implementing corrective actions as necessary.
• Ensure compliance with relevant healthcare regulations, privacy standards, and organisational policies.
• Participate in quality improvement initiatives aimed at enhancing the patient experience and optimising clinic operations.

Skills and Experience:

• Previous experience in a supervisory or leadership role within a hospitality, healthcare or hospitality setting.
• Strong organisational and time management skills, with the ability to prioritise tasks effectively.
• Knowledge of medical terminology, procedures, and insurance processes.
• Confident leading a team and ability to be positive and professional in a fastpaced environment
• Previous administration or lead receptionist experience, preferably within a healthcare setting
• Proficient with Microsoft Word and Outlook with overall strong organisation skill

Person Specification

Qualifications and Training :
Maths and English GCSE, Microsoft Office Packages competent

Skills :
Great communication skills, Management skill, Attention to detail, Sales skills

Personal Qualities

Team Player:

has the ability to multi-task, prioritise, problem solve and delegate within the clinic Relationships A highly engaging individual who can quickly build relationships with patients and colleagues.

Work ethic:
A initiative-taker focused on completing tasks with a high level of accuracy.


Communication:
An individual who enj